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Callcalc
Staff optimization made EASY

Best suited for call centers, contact centers, hotlines...


Put your historical call volumes into an Excel spreadsheet and send them by email. Callcalc will return both your call volume forecasts and your optimized staff levels.

• Key features

  • Call volume forecasts generated using our technology.
  • Native Excel support.
  • Optimized staff levels (through Erlang C).
  • Easy visualization of your call history.

• Key benefits

  • Save time on staff planning.
  • Reduce staff levels.
  • Increase service levels.
  • Increase customer satisfaction.

Pricing of Callcalc (monthly subscription)

Callcalc is priced on a strict pay-as-you-go basis. Pricing depends on the number of forecasts that you consume every month. The form below let you simulation our monthly Lokad subscription when using Callcalc.

• You have inbound queues (each one requiring a separate workload forecast)
• You need 1h or 1/4h forecasts
• You are forecasting for the next weeks
• Your forecasts are refreshed times per month

The monthly subscription cost of Callcalc is:

• $0 (0 forecasts)

Lokad supports credit card payments and PayPal. For other payment methods please contact us.

Input Excel format for Callcalc

Callcalc is an email-based application that takes Excel spreadsheets as input. All Excel versions starting from Excel 97 are supported. In this section, we describe how to format your historical call volumes so as to have them forecast by Callcalc.

Download: callcalc-sample-input.xls

As illustrated on the left, the input sheet is expected to have two major columns named CallTime and CallCount. CallTime contains the date-time of the call periods and CallCount represents the associated call volumes.

Callcalc expects call volumes to be aggregated per hour, half-hour or quarter-hour. Call volume forecasts produced by Callcalc will match the original aggregation period of the input data(ie hour, half-hour or quarter-hour).

Then, the area named meta represents a small set of extra fields used primarily to tune the staff optimization report.

There are 4 extra fields:

• Weeks: an integer between 1 and 6, represents the number of weeks in advance to be forecast.
• ASA: a duration expressed in seconds representing the desired Average Speed of Answer. The lower the ASA, the more operators you need.
• ServiceLevel: a percentage between 1 and 99 representing the desired probability that a call is answered within the ASA threshold. The higher the service level, the more operators you need.
• CallDuration: a duration expressed in seconds representing the average time to answer a call. Wrap-up time must be accounted for.
  

We recommend that you download the Excel template (provided here above) and modify it with your own data. Remember, the more data, the better the forecasts. Make sure to include all historical data available to get the best forecasting accuracy.

Important: The first time you send an email to Callcalc, please cut and paste your Lokad API key as the email title. You receive this key when you register on Lokad.

Sample Staff Optimization Report

When Callcalc receives an email with an attached spreadsheet, the content of the spreadsheet is analyzed, call volumes are forecast, and an Excel report including both forecasted call volumes and optimized staff levels - is returned to your mailbox. The spreadsheet below is a sample report produced by Callcalc.

Download: callcalc-sample-report.xlsx

Related resources

• Calculate Call Center Staffing (MS Excel guide).